Frequently Asked Question
Welcome to our Pet Supplies FAQ page! Here we have compiled the most frequently asked questions from our customers about our pet daily supplies. If you don’t find the answer you need, feel free to contact our customer support team for further assistance.
Q1: How to register and place orders for new customers?
First-time visitors to our store can find the “MY ACCOUNT” icon in the top right corner of the homepage. Click it to register a new account and set up your username and password. After logging into your account, you can browse and shop for our pet products.
Q2: How long does order processing take?
All orders are processed and verified within 1–3 business days (Monday to Friday, excluding weekends and public holidays).
We will arrange shipments reasonably based on your order date and delivery address. If you place multiple orders on the same day and need them shipped separately or combined into one package, please leave a note at checkout or contact our customer service with detailed instructions.
Q3: Do you offer free shipping?
We do not offer free shipping. Shipping fees for all items will be calculated based on weight, size or quantity and displayed directly in your shopping cart. The cart will also indicate whether delivery is available to your location.
At present, shipping service is unavailable for certain regions on our website. We sincerely apologize if you cannot complete your purchase due to unsupported delivery to your country or area.
Additionally, if you have your own freight forwarder based in China, we can arrange delivery to your designated warehouse within China. Please contact our customer service representative for further details.
Q4: How can I track my order?
Once your order ships, you will receive an email with your tracking number. You can also view tracking details on the Orders page in your account.
Q5: My package is delayed / lost, what should I do?
Please contact our customer service if your package is overdue by 30 days. After verification, we will resend your items or process a full refund for you.
Q6: Will real products look the same as the images?
We take photos of all our pet supplies to show their true appearance. Minor color differences may exist due to different screen displays, lighting during shooting and personal color perception. If you have strict requirements on color and size, or if you are unsure whether a product fits your pet, please contact our customer service in advance to confirm details. This helps you avoid purchasing items that are unsuitable.
Q7: Is this product suitable for my pet?
Size charts and in-use photos are provided on product pages. Contact our support team prior to purchase to confirm compatibility if you have any concerns.
Q8: Do you wholesale / offer bulk pricing?
Yes we do. Please leave your email address to get in touch with our B2B team for wholesale inquiries.
Q9: Can I change or cancel my order after placing it?
You may contact us to modify your order within a day after checkout. Once your order has been shipped, changes or cancellations will no longer be available.
Q10: How do I contact customer service?
You can reach us via email or our online live chat service. Our live chat operates based on Eastern Time (ET). We generally respond to all messages within 24 hours.
